Call Quality Analyst (2-4 Yrs) | Pune

We are seeking a meticulous and detail-oriented Call Quality Analyst to join our growing team in Pune. This role is crucial in ensuring the highest standards of customer service and operational efficiency within our contact center. As a Call Quality Analyst, you will be responsible for monitoring, evaluating, and providing feedback on customer interactions to drive continuous improvement.

Key Responsibilities:
- Monitor and score inbound and outbound customer calls/interactions against established quality guidelines and performance metrics.
- Provide constructive feedback and coaching to customer service representatives to enhance their performance, communication skills, and adherence to company policies.
- Identify trends, root causes of quality issues, and recommend process improvements to management.
- Collaborate with training and operations teams to develop and implement quality improvement initiatives.
- Analyze call data and customer feedback to identify areas of strength and opportunities for development.
- Maintain accurate records of quality evaluations and performance data.
- Stay updated on industry best practices and emerging trends in call center quality assurance.